Strategic Support Specialist - BL

About the role

Papa is a new kind of care built on human connection. Across the country, health plans and employers look to Papa to provide vital social support by pairing older adults and families with Papa Pals, trained and vetted companions, who provide a helping hand and an open ear, resulting in less loneliness and better health.

Role Characteristics

• Adaptability: Involves frequent adjustments to priorities, workflows, and expectations.
• Evolving Environment: Processes may be manual, incomplete, or evolving.
• Performance Metrics: Success is measured by accuracy, adaptability, documentation quality, risk identification, and productivity. Output expectations are evaluated in context based on the complexity and scope of assigned work.
• Fluid Focus: This role is not tied to a single program or queue and may shift focus regularly.
• Career Path: Designed for specialists who are comfortable operating outside of fixed workflows and may not follow a traditional, linear progression path within Operations.

Key Responsibilities

• Strategic & Pilot Support
• Execute manual workflows and program processes that are not yet automated or standardized.
• Support the launch of new business initiatives by operationalizing early-stage processes.
• Adapt to frequent changes in program scope, requirements, and workflows.
• Maintain detailed documentation of evolving processes, requirements, and learnings.
• Partner across multiple lines of business to support member needs, health plan requirements, and external business/provider relationships.
• Operational Execution
• Perform periods of focused, detail-oriented manual data entry and workflow execution while maintaining accuracy and consistency.
• Track and reconcile referral data, eligibility criteria, and outreach requirements across multiple sources.
• Identify gaps, risks, or inefficiencies in workflows and escalate findings to leadership.
• Ensure all work meets compliance, documentation, and reporting standards.
• Feedback & Process Development
• Provide structured feedback to Operations leadership that informs Product, BI, and Telecom teams on opportunities for automation, risk mitigation, and scalability.
• Partner with leadership to help define standard operating criteria before processes are formalized.
• Contribute to Standard Operating Procedure (SOP) development once workflows stabilize.

Minimum Requirements

• Prior experience in a Papa operational role (ME II, QI, or equivalent strongly preferred).
• Exceptional attention to detail and the ability to manage complex manual workflows.
• Proven ability to adapt to ambiguous or changing environments.
• Strong written communication and documentation skills.
• Proficiency in navigating multiple digital systems and data sources simultaneously.
• Ability to operate independently and exercise sound judgment.
• Bilingual skills (Spanish or Haitian Creole) strongly preferred.
• Sales Background strongly preferred.

Remote Work Requirements

• Ability to maintain a reliable, high-speed, hardwired (Ethernet) internet connection.
• Access to a secure workspace during scheduled working hours that ensures data privacy and allows for focused, uninterrupted work.

Benefits

• Competitive salary and equity package
• Medical, dental and vision insurance coverage
• HSA/FSA
• 401(k) plan with a match up to 4%
• Flexible PTO
• Parental leave and caregiver leave

About Papa's culture

Papa’s culture is people first. While we have an incredible team of hard-working Papa people, at the end of the day, our company is really about community – and we celebrate that among our employees. We encourage everyone to bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person.

Equal Opportunity & Accommodation Statement

Papa is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. In accordance with the ADA and applicable state laws, Papa provides reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job, unless doing so would create an undue hardship.